# Case Queues

> Create Case queues, add or move Cases with Workflows, reviewers, or the API, work a queue from its page, and control who can see each queue.

Source: https://help.withpersona.com/articles/xMwWtRUiEN1asmdTRuA3yy/
Section: Cases > Features > Configurations

_Last updated on November 9, 2026._

A queue is a named list of Cases. Cases join a queue only when a Workflow, a reviewer, or the API adds them. Each Case can be in one queue at a time. For what queues are and how assignment policies use them, see [Case Assignment Policies and Queues](https://help.withpersona.com/articles/4jcpgOReCv6UnPQuPWrARs/).

## Create a queue

Go to **Cases > Queues** to see your queues. The list shows each queue with its **Name**, **ID**, **Status**, **Unresolved cases**, **Resolved cases**, and **Last updated at**.

![Case-Queue-List](https://assets.withpersona.com/c_fill,q_auto,f_auto/help-center/Case-Queue-List001.png)

1.  Go to **Cases > Queues**.
2.  Click **Create queue**.
3.  In **Queue name**, type a name. The name must have at least 2 letters.
4.  Click **Create**.

![Case-Queue-Create](https://assets.withpersona.com/c_fill,q_auto,f_auto/help-center/Case-Queue-Create001.png)

Your plan sets how many active queues you can have. If you have the maximum number, the **Create queue** button is not available. Hold the pointer over the button to see the limit.

To rename a queue, open it and click its name at the top of the page. Type the new name. A queue has no other settings.

## Add, move, or remove Cases

You can add a Case to a queue in these ways:

- **Workflow**: Add an [Add Case to Queue](https://help.withpersona.com/articles/535ooKEj1NGAepFelRyyHy/) step. For example, a Workflow can add Cases with the tag "Fraud" to an escalation queue.
- **One Case**: On the Case, click **Update queue**. Select the **Queue** and the **Assignment behavior**, and click **Update Queue**.
- **Many Cases**: In a Cases table, select the Cases and click **Update Queue**. For more about bulk actions, see [Bulk actions and batch operations in Cases](https://help.withpersona.com/articles/2x8bKqO6qfIXQVsXy4BzLg/).
- **API**: Set `case-queue-id` when you create or update a Case.

**Assignment behavior** controls what happens to the Case's assignee when the Case moves to a queue:

- **Unassigned**: The Case loses its assignee. This is the default. An assignment policy can then assign the Case again.
- **Keep assignee**: The Case keeps its assignee.

If you move a Case that is already in a queue, it leaves the old queue. To remove a Case from its queue, select **None** in **Queue**. With the API, set `case-queue-id` to `null`. There is no Workflow step that removes a Case from a queue.

## When Cases leave a queue

A Case leaves its queue when:

- It moves to a final status, for example when a reviewer approves or declines it.
- Someone moves it to a different queue, or selects **None**.
- Someone deletes the queue.

When you assign a Case to a reviewer, the Case stays in its queue.

## Work a queue

Click a queue in the list to open its page. The page shows the Cases in the queue with their **Case ID**, **Assignee**, **Status**, **SLA**, **Created At**, **Updated At**, and **Tags**.

![Case-Queue-Search](https://assets.withpersona.com/c_fill,q_auto,f_auto/help-center/Case-Queue-Search001.png)

- **Search**: Search by Case ID, reference ID, account ID, or Inquiry ID.
- **Filters**: The page shows the **Assigned to** filter. You can also filter by **Case template**, **Status**, **Not assigned to**, **Created at**, and **Resolved at**.
- **Date range**: By default, the page shows Cases from the last 14 days.
- **Views**: Save your filters and columns as a view. Each saved view shows as a tab at the top of the table.

## Queues and assignment policies

A queue does not assign Cases. To assign the Cases in a queue, add the queue to an assignment policy under **Cases in queues**. For the steps, see [Case Assignment Policies and Queues](https://help.withpersona.com/articles/4jcpgOReCv6UnPQuPWrARs/).

- In each environment, only one deployed assignment policy can use a queue.
- **Cases outside queues** in a policy never picks up a Case that is in a queue.
- A policy assigns only Cases in the queue that are unassigned and unresolved.

## Who can see queues

Roles control access to queues. A role can have permission to view queues, and permission to edit them. An admin can give a role access to all queues or only to specific queues. Admins can see all queues. Teams do not control access to queues.

## Delete a queue

1.  Go to **Cases > Queues**.
2.  Click the **…** menu on the row of the queue, and click **Delete**.
3.  In **Delete this case queue?**, click **Delete** to confirm.

You cannot undo this action. The queue shows as **Archived**, and you cannot add Cases to it. Persona removes all Cases from the queue.

## Plans Explained

### Case Queues by plan

|             | Startup Program | Essential Plan | Growth Plan | Enterprise Plan |
| ----------- | --------------- | -------------- | ----------- | --------------- |
| Case Queues | Limited         | Limited        | Available   | Available       |

[Learn more about pricing and plans](https://withpersona.com/pricing?utm_source=product&utm_medium=referral&utm_audience=a&utm_campaign=cm_gen_ds_hc-plan-table).